Gretchen Moore Email & Phone Number

I am currently a Customer Operations Analyst at Frontier, where our mission it to be the leader in providing communications services to residential and business customers in our markets.Currently support Knowledge Management, Training & Development:• Ownership of company’s Knowledge Management System (KMS) used by 30,000 employees. Including creation and design of system, knowledge lifecycle management, system support and maintenance, training of contributing authors, policy administration and governance.• Project managed multiple knowledge migration projects for departmental content transcription into system, system conversions, and company acquisitions. • Foster working relationships and maintain open lines of communication between Knowledge teams and internal and external customers, which include Legal, Regulatory, and Customer Experience partners.• Corporate Instructional Design using evidence-based practices and Adult Learning theories for approximately 30,000 employees. • Worked independently and in groups to develop competency-based curriculum and assessments; including marketing driven awareness campaigns, training decks, and email quick hits.• Working knowledge of Learning Management and Learning Store Systems, including experience in TEDS, Cornerstone on Demand, and Degreed.com. • Work with Business Partners in requirements gathering and analysis, action mapping, and needs analysis.

• Maintained continuous professional development of 10-15 sales consultants through formative feedback and peer coaching. • Exposed best practices to contact center, defining a standard of excellence. • Responsible for resolving customer escalations and disputes. • Routinely met all sales goals and call metrics, in addition to providing excellent customer service.

Bellevue, Wa

Full time insurance agent focusing on the senior community. Rookie Agent of the Year 2005